AlphaSense
Associate, Customer & Product Support
Remote - Canada
Sponsorship not specified$65k-$75kDetected 2 days ago
SwiftSite Reliability EngineeringRecruitingCustomer SuccessCustomer SupportResearchCommunicationCollaborationTime Management
About the role
- The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health.
- You possess a customer-first mindset and enjoy working through complex problems to find solutions.
Responsibilities
- Deliver a world-class customer experience.
- Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues.
- Identify commonly asked questions to help drive better documentation, help center articles or in-app tours.
- Provide impeccable customer support.
- Act as a key partner to Product and Engineering.
- Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate.
- Be an expert on our product and continuously build your knowledge.
- With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust.
Requirements
- An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role.
- You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise.
- You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
- You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt.
- Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job.
- You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
- You have an interest in AI, technology and software applications.
- This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform.
Compensation
- For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables.
Benefits
- Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content.
- Partner with Customer Education on live training, answering queries and owning the chat function within each session.
Company info
- Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support.
- Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense's market-leading platform and products.
- We are committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses.
- The Customer & Product Support team is based globally across the US, UK, India and Singapore.
- Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
- Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
- You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
- Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information.
- Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
- Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.
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This listing is sourced directly from AlphaSense's careers page and normalized into a canonical job model.